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Customer survey says deputies are courteous and professional
By Leigh Ann Maze
Sheriff's deputies received high marks from residents who returned the "customer satisfaction survey" that deputies hand out to all Saratoga residents who call for assistance or make a report. Between September 1999 and December 1999 the Westside substation received 51 responses from Saratogans.
"We can always measure crime statistics and the number of tickets we hand out, but our one-to-one contact with the community is something we have never measured," said substation commander, Capt. Jeff Miles. Miles started the survey at the substation last September as part of the Sheriff's Department's comprehensive performance management program. "It gives us a feel for how we are performing our service."
Eighty-four percent of those responding agreed their initial phone call was handled promptly and courteously, while two respondents disagreed. There was 100 percent agreement that the deputy arrived in a reasonable time, was courteous and professional and showed concern for the situation.
All but one respondent indicated that the deputy explained actions and alternatives and was satisfied with the service overall. While 82 percent agreed that they routinely see deputies patrolling their neighborhood, 12 percent disagreed. Of the hundreds of surveys handed out by deputies, Miles estimates less than one quarter are actually returned.
The Sheriff's Department uses the survey responses to determine the areas in which the deputies need to improve.
The survey results are shared with the sheriff, Laurie Smith, and with each contract city in the Westside substation's jurisdiction.
While the survey results have been overwhelmingly positive, there are also formal complaints filed against sheriff's deputies each year which are investigated by the sheriff's office internal affairs division.
In 1999, 10 of the 58 formal complaints brought to the Santa Clara Sheriff's Office were against deputies who work at the Westside substation, according to Sgt. Nancy Ludcke. The 10 complaints came from throughout the Westside Substation's service area, which includes Saratoga, Cupertino and Los Altos. Two of the complaints were sustained, finding fault in the deputies' procedure and conduct, while the remaining eight were exonerated or proved to be unfounded after an investigation, according to Ludcke.
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Saratoga, California Since 1955
